Upload
others
View
0
Download
0
Embed Size (px)
Citation preview
Com
m100 B
enchm
ark
Report
2020
Live Chat Success
Benchmarks
for 2020
Defining your customer
satisfaction and team
performance goals
February 12, 2020
Com
m100 B
enchm
ark
Report
2020
Jeff EpsteinVP Marketing
Comm100
Panelists
Kaye ChapmanLearning and
Development Manager
Comm100
Com
m100 B
enchm
ark
Report
2020
Brian CantorPrincipal Analyst &
CCW Digital Director
Customer Management Practice
Moderator
Q4U:
What are your organization’s plans
for live chat in 2020?
A look at 2018 v. 2019 by the numbers
Today’s agenda
How to do more with live chat in 2020
1
2
Com
m100 B
enchm
ark
Report
2020
Com
m100 B
enchm
ark
Report
2020
Based on more than
56 million chats
About the data
Com
m100 B
enchm
ark
Report
2020
Our 5th consecutive year
providing live chat benchmark data
Gathered from Comm100 customers
between January 1 and
November 30, 2019
Customers on every continent (except Antarctica)
Excludes legacy free users,
on-premise users, and free-trial usersSpanning 14 different
industries
Com
m100 B
enchm
ark
Report
2020
Total Chats by Year, 2015-201956,784,708
0
10,000,000
20,000,000
30,000,000
40,000,000
50,000,000
60,000,000
2015 2016 2017 2018 2019
Com
m100 B
enchm
ark
Report
2020
% of Mobile Chats
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
2018 2019
Com
m100 B
enchm
ark
Report
2020
Average Chats Per Month
- 10,000 20,000 30,000 40,000 50,000 60,000
1 - 5 agents
6 - 10 agents
11 - 25 agents
26 - 50 agents
50+ agents
2019 2018
2019 2018
Com
m100 B
enchm
ark
Report
2020
Average Chats Per Agent Per Month
- 500 1,000 1,500 2,000 2,500
1 - 5 agents
6 - 10 agents
11 - 25 agents
26 - 50 agents
50+ agents
2019 2018
2019 2018
Com
m100 B
enchm
ark
Report
2020
Wait Time by Team Size
Team SizeAverage Wait Time
2018
Average Wait Time
2019
1-5 agents 59 51
6-10 agents 40 28
11-25 agents 36 23
25-50 agents 83 92
>50 agents 35 44
Com
m100 B
enchm
ark
Report
2020
Queue Length by Team Size
Team Size
Average Queue
Length
2018
Average Queue
Length
2019
1-5 agents 2 4
6-10 agents 25 26
11-25 agents 23 35
25-50 agents 58 35
>50 agents 57 41
Com
m100 B
enchm
ark
Report
2020
Number of Canned Messages Per Chat
0.00
0.50
1.00
1.50
2.00
2.50
1 - 5 agents 6 - 10 agents 11 - 25 agents 26 - 50 agents 50+ agents
2018 2019
2019 2018
Com
m100 B
enchm
ark
Report
2020
Average CSAT and Rating
Team SizeAverage
CSAT 2018
Average
CSAT 2019
Average
Rating* 2018
Average
Rating* 2019
1-5 agents 4.17 4.16 82.70% 82.72%
6-10 agents 4.25 4.24 84.16% 83.17%
11-25 agents 4.22 4.26 82.87% 84.02%
25-50 agents 4.14 4.09 82.66% 81.84%
>50 agents 4.30 4.29 85.74% 87.95%
*% of responses with a score of 3/5 or higher
Com
m100 B
enchm
ark
Report
2020
Co-browsing: The key to higher CSAT?
Team SizeAverage
chat duration
Average
co-browse
duration
Average
Chat CSAT
Average
Co-browse
CSAT
CSAT
Difference
1-5 agents 12:31 3:19 82.72% 92.99% 10.27%
6-10 agents 10:20 5:11 83.17% 87.94% 4.77%
11-25
agents9:44 3:20 84.02% 93.90% 9.88%
25-50
agents12:32 3:17 81.84% 83.35% 1.51%
>50 agents 10:54 3:37 87.95% 88.33% 0.38%
Com
m100 B
enchm
ark
Report
2020
Data by Industry, 2019
Industry Chat durationSatisfaction
Rate
Wait time
(seconds)Chat on mobile
Business Services 22:44 89.47% 84 33.53%
Consumer Services 9:15 86.28% 36 71.32%
e-Commerce 15:20 86.06% 113 42.24%
Education 13:05 88.69% 33 37.50%
Financial Services 18:51 84.46% 44 41.52%
Government &
Not-for-profit11:29 88.64% 56 43.72%
Healthcare 11:40 86.26% 93 50.71%
Manufacturing 21:05 87.71% 63 29.06%
Real Estate 6:44 98.56% 17 55.26%
Recreation 8:00 80.39% 21 77.45%
Technology 18:11 90.13% 96 24.35%
Telecom 13:43 79.79% 38 34.53%
Transportation 13:58 90.86% 27 27.85%
Travel 12:55 75.88% 46 49.26%
Com
m100 B
enchm
ark
Report
2020
How to do more
with live chat
in 2020
Com
m100 B
enchm
ark
Report
2020
Small contact centers:
Welcome to the party!
Your customers love chat.
• Use canned messages and bots
to add cost-effective capacity
Com
m100 B
enchm
ark
Report
2020
Mid-size contact centers:Congratulations! Best overall numbers.
• ‘Crossing the chasm’ takes focus.
• Beware of the trade-offs between productivity and CSAT.
Com
m100 B
enchm
ark
Report
2020
Large contact centers:
You’re a sophisticated bunch.
• Reduce queues with bots and KB
• Watch for omnichannel dynamics
• Lean on your data
Com
m100 B
enchm
ark
Report
2020
Sensitive sectors
Financial Services, Telecom,
Travel, Recreation:
CSAT needs your attention
Com
m100 B
enchm
ark
Report
2020
Automation & AI
78% of consumers are comfortable with exchanges that don’t involve a human agent.
• Chatbots will work for you
• Agent assistance will increase speed, productivity, and consistency
Com
m100 B
enchm
ark
Report
2020
www.comm100.com/resources/report/2020-live-chat-benchmark-report/
Download your free copy
today!
Questions for our panelists
@kayejchapman
Kaye ChapmanLearning & Development Manager
Thank You!
Brian CantorPrincipal Analyst & CCW Digital Director,
Customer Management Practice